Principal Solution Architect (Contact Center)

Journeyteam • Draper, UT

7d • $145,000 - $185,000

About The Position

JourneyTeam is seeking a Principal Solution Architect specializing in Dynamics 365 Contact Center, knowledge with Microsoft technologies and AI expertise. This role is designed for a seasoned architect who not only delivers worldclass contact center solutions but also shapes standards, mentors’ teams, drives innovation, and acts as a trusted advisor to executives—both internally and with clients. The Principal Solution Architect operates with broad impact across projects, teams, and strategic initiatives. This role will guide large, complex enterprise-level AI infused Contact Center implementations, elevate delivery quality, and influence the evolution of our Dynamics 365 Contact Center best practices. About JourneyTeam At JourneyTeam, our customers are at the center of everything we do. Our purpose as a company is to help others effectively use technology to create a positive, lasting impact on the world. With 30+ years of technology experience, we are 100% focused on delivering Microsoft business applications and technologies that empower organizations to reach new heights of business success. We deeply understand the transformative value of Microsoft solutions and are dedicated to helping our customers unlock their full potential. Our experienced team specializes in driving success across Dynamics 365, Microsoft 365, AI and Copilot, Azure, modern data solutions—all leveraging Microsoft’s comprehensive security platform.

Requirements

• Bachelor’s degree and/or 15+ years of consulting or relevant industry experience.
• 10+ years hands‑on experience with architecting and delivering modern contact centers.
• Proven architecting experience call flow design including IVR, voice, chat, email, messaging, routing, speech recognition, WFM, QA, VoIP, computer telephony integrations (CTI).
• Proven hands-on experience on legacy contact center platforms and migrations including Avaya, Cisco, Genesys, NICE, Five9.
• Strong ability to translate business strategy into scalable architecture and measurable outcomes.
• Demonstrated excellence working with senior stakeholders and C‑suite leaders.
• You embrace and live the JourneyTeam Values: A Caring Mindset Exceptional Performance Being OneTeam Making & Keeping Commitments Taking Ownership Effective Communication A Growth Mindset

Nice To Haves

• Experience with enterprise integration frameworks (Azure Functions, Service Bus, API management, middleware).
• Experience of implementing Microsoft Teams Integration and Azure Communication Services (voice, video, SMS, chat) is preferred.
• Microsoft Ecosystem familiarity, Dynamic Customer Service (including omnichannel), Dynamics Sales, Copilot AI are preferred.
• Exposure to AI and automation design patterns, prompt engineering, or Copilot extensibility.
• Knowledge of data architecture, security and compliance, governance, analytics tools, or advanced reporting strategies.

Responsibilities

• Strategic & Technical Leadership Serve as the senior‑most architect across Dynamics 365 Contact Center, Customer Engagement (CE) and AI‑enabled customer experience initiatives, setting direction for complex or high‑visibility engagements.
• Design, architect, and implement end‑to‑end omnichannel customer engagement solutions, including voice, digital messaging, chat, and Microsoft Teams–integrated telephony, leveraging Dynamics 365 Contact Center, Omnichannel, Azure Communication Services (ACS), and Copilot, within the Microsoft ecosystem.
• Ensure solutions align with industry best practices, enterprise architecture principles, and JourneyTeam’s standards for long‑term sustainability, performance, and maintainability.
• Shape organizational architecture standards, governance models, innovations, and delivery frameworks for Contact Center, CRM and AI‑assisted solutions.
• Advise executive stakeholders on high‑impact decisions involving AI-infused Contact Center modernization and digital transformation.
• Oversee end‑to‑end solution design for complex customer experience implementations, including Omnichannel routing strategies, Azure ACS or Microsoft Teams voice enablement, telephony migrations, and enterprise integrations.
• Guide requirement discovery, solution shaping, integrations and data migrations, user story design, and cross‑team coordination.
• Provide escalation support for advanced architectural challenges or platform constraints and serve as a Contact Center Subject Matter Expert.
• Understands customer business needs and processes across Contact Center best practices and industry trends to architect and design CCaaS solutions
• Maintain deep awareness of the Microsoft product roadmap across Dynamics 365 Contact Center, Omnichannel, Microsoft Teams telephony, Power Platform, Azure Communication Services, and Copilot AI capabilities.
• Represent JourneyTeam in industry conversations, executive briefings, conferences, or community events when appropriate.
• Mentor Senior and Mid‑level Solution Architects, Functional Consultants, Developers, and cross‑practice contributors.
• Model leadership behaviors aligned with JourneyTeam values.
• Support capability building through training, best‑practice documentation, solution reviews, and architectural oversight.
• Influence hiring, onboarding, and the development of top contact center, AI, and customer experience talent.

Benefits

• JourneyTeam offers a wide range of excellent benefits, including comprehensive healthcare and dental coverage, as well as a 401(k) with an approximate 4% employer match—with immediate vesting.
• We offer flexible time off, with employees averaging 3.75 weeks per year, and provide paid maternity and paternity leave.
• Additional perks include a monthly phone stipend (or joining our corporate phone plan) and a monthly gym membership reimbursement of up to $200.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal